Moss Healthcare Kings Road Harrogate

Staff wouldn't help during lunch break

Had a disappointing experience when I visited. I was informed that the pharmacy team member was unavailable due to their break, and I was asked to come back later.

Long-term patient feels well looked after

Has been my healthcare provider for more than four decades.

Phone queue delays made appointment access difficult

I rang early in the morning and was among the first callers to get through. After waiting a short while, I was able to speak with someone who informed me that no appointments were available that day. I found this response frustrating. It would be beneficial if the practice considered the perspective of patients when managing appointment availability.

Reception ignored urgent chest pain symptoms

Disappointing experience I contacted the practice to arrange an appointment as I was experiencing chest discomfort and related concerns. I was given an urgent appointment with a clinician who recommended diagnostic tests including an electrocardiogram and blood work. However, when I approached reception to schedule these tests, I was offered an appointment several weeks away without acknowledgement of the urgent nature of my symptoms. I was instead directed to attend the emergency department while still at the surgery. I found this approach to care coordination frustrating and confusing.

Stuck on hold for repeat prescription requests

I attempted to arrange my routine repeat prescription through the usual online method, but this option was unavailable. After calling the practice, I found myself waiting on hold for an extended period before reaching someone. The length of time required to connect with the surgery was frustrating, particularly for what should have been a straightforward administrative request.

Phone queue left hanging after closing time

I called at 5.52pm and was number 7 in the queue. By 6pm I had moved to number 5 in the queue. I assumed the practice closed at 6.30pm so I remained on the line. At 6.20pm I was number 1 in the queue, so I continued waiting until nearly 7pm, expecting the remaining calls to be processed before staff departed. However, I later found on the website that the practice actually closes at 6pm. I felt disappointed that not all callers in the queue were attended to before the end of the business day. Based on my previous experience working in customer service, I understand that call systems can be configured to prevent new calls from entering while still allowing those already waiting to be served, so I believe this situation could have been handled differently.

Long wait on phone for distant appointments

I recently experienced a lengthy wait time on the telephone, exceeding an hour, only to learn that available appointments were not available for a considerable period ahead.

Long phone wait for urgent medication issue

I was on hold for an extended period to be informed that available appointments were not until several weeks later. I only needed assistance with resolving a medication-related matter for my child.

Reception staff were kind and supportive

I felt compelled to express my appreciation for the nursing staff member and the courteous receptionist who assisted me during my visit. As someone who experiences anxiety around medical procedures, the healthcare professional demonstrated exceptional compassion and patience. Their thoughtful approach significantly helped to ease my concerns and made the experience much more comfortable.

Quick phone appointment and follow-up care

I recently experienced an urgent health concern and was pleasantly surprised by the swift response. A telephone consultation was arranged within sixty minutes, and the necessary medication was provided within a few hours of that appointment. A fortnight later, I received a follow-up call to see how I was managing. The practice demonstrated both efficiency and genuine concern for my wellbeing throughout the process.

Left without support for a week

The healthcare provider is already aware of my ongoing health concerns and mental wellbeing, yet I feel they are allowing me to struggle without adequate support for an extended period, which worries me about potential serious consequences.

Inconsistent nursing care but pleasant interactions

The nursing care has been inconsistent. During a previous visit several months ago, the staff member was rather distant and didn't interact much, which made the experience of having blood taken feel impersonal. However, a recent appointment for a prescription review was handled by a pleasant and professional member of staff who provided a much better experience. Thank you.

Same-day appointment when I needed it most

I'm very grateful to the clinical team who managed to see me the same day I called about a health concern. I was seen promptly, received necessary tests, and had another test arranged for the following day. Within hours I received the medication I needed, and within approximately a day and a half had all tests completed and results returned, which was reassuring. I appreciated the quick communication regarding my final test result on the same day it was carried out. I have been attending this surgery for many years and have consistently experienced high-quality care. Very satisfied with my experience.

Felt listened to and well cared for

Extremely pleased with the comprehensive standard of healthcare provided throughout my visit.

Receptionist dismissed concerns without proper assessment

Following a recent home visit, I contacted the practice today to arrange a telephone consultation. However, I was advised to visit the pharmacy first, and if that proved unsuccessful, to use the online appointment booking system. I found this guidance from the reception staff to be disappointing, particularly given that I have a significant ongoing health concern affecting my chest.

Receptionist was dismissive and unhelpful

The receptionist's manner was unhelpful and dismissive, which left me feeling quite let down by the experience.

Polite staff made me feel welcome

The team demonstrated excellent professionalism and courtesy throughout my visit. I have been a patient for a considerable period and remain satisfied with the care provided. I would be happy to recommend this practice to others.

Reception helpful but nurses seemed disengaged

The receptionist was genuinely pleasant and well-informed, though the nursing staff seemed unhappy. The healthcare professional who performed my blood test was largely silent and appeared to go through the procedure mechanically without much engagement.

Reception team handled calls with genuine care

I recently saw coverage in the national media regarding the difficulties faced by GP reception staff, including instances of verbal abuse and threatening behaviour. This made me reflect on how much I appreciate the reception team at my practice, who manage a genuinely demanding role with professionalism. There is a particular male member of staff who frequently answers phones and works at the front desk, and I have been consistently impressed by his exceptional approach to customer service. The entire team demonstrates strong interpersonal skills, though this individual has particularly stood out to me during my visits. I regret that I am unable to recall his name to give him specific recognition.

Booking mix-up left me without medication

Required a telephone consultation so arranged one accordingly. The appointment was scheduled for early morning. A text message arrived as confirmation. The booking had been made several days prior. On the day of the scheduled call, I waited but did not receive it within the expected timeframe. After contacting the surgery to inquire about the delay, I was told the appointment had actually been scheduled for the afternoon instead. I was informed this was a mistake. This resulted in a significant gap in my medication supply. I have communicated my concerns about this matter to the surgery. I am dissatisfied with how this was handled.